If you require a specific service not detailed here, please contact us so we can better assist you.
| Service | Description | Deadline | Observations, if any |
| Customer Service | All contacts via social media and e-mail. | Our business hours are from 10 AM - 6 PM est., Monday to Friday. All requests are promptly answered based on their order (from bottom to top). Depending on the case, requests might take longer due to many factors. | Order inquiries must be submitted to our email only. |
| Payment | Any type of payment. All payments are charged in USD with no exceptions. | The payment for the reception fee and other services, including the final quote, are usually processed within minutes through Paypal. Please ensure the payment went through before closing any payment window/invoice. We are not responsible for errors on the third-party platform. | As a business, we operate with G&S. All quotes and orders will have the total with the payment fee included. |
| Shipment reception | Information will be sent via a ticket through the email under your order. | During a normal period flow on our warehouse it might take up to 4 days. During heavy flows up to 10 days. Holidays and weekends are not counted. | Ensure your order has the reception fee paid before sending it to our address. Fail to do so will result in a $55 fine that must be paid in three days. Also applies to orders that were supposed to come in one box but came in different ones. You can read more on our "Unregistered orders" page. |
| Pictures | We send up to three free pictures in your ticket with your order information. For more photos, we charge $1 for each one. | Additional pictures are sent within 2-3 days. | $1 for every additional photo. |
| Unboxing (pre-paid) | We film a video opening your package. You must ask for it before your package arrive to us. You can request in the order notes or through email. Sealed unboxing videos: $12 per video. Unsealed unboxing videos: $17 per video. Both includes the payment fee already. | Unboxings are filmed up to 4 days after the package has arrived to us. | If your unboxing has to be filmed in a certain way ensure to detail it to us BEFORE. If no guidance is given before, we cannot accommodate any requests after. |
| Premium package conference (pre-paid) | If you'd like a very detailed conference of each item in your package, including confirming what's in the package, please request this service. We check the items, condition and if needed send pictures of important parts. The service costs $17 per package. | Premium package conference may take up to 4 days for full conference. | Ensure to point out if you'd like anything in particular checked. |
| Standard package conference (pre-paid) | We count the total items and check if there's any damages. No additional pictures. $8 per package. | Standard package conference may take up to 10 days. | |
| Returns/exchanges | If you need to send back the product contact the supplier and send us the new shipping label and other instructions. $13 per package if the supplier picks up the package, or $20 if K-SEND USA needs to do the drop-off. | Check beforehand to ensure we can accommodate the shipping time with our business hours. | No additional protection is added. We send back the same way it arrived to us. |
| Storage | We store your packages for up to 30 days free of charge. Thirty days are given for each parcel. | After the 30 free days, we charge a storage fee according to the package size. Click on the "Service" tab to check the prices. | |
| Excess disposal | Throw away all the invoices inside the package and other extras that might add weight to your package. Always free of charge. | You must tell us what we should discard. | |
| Consolidation | Adding all packages to the same box or a new one. Consolidation is always free. | Same as the final quote time. | |
| Extra protection | $4.50/per package - Bubble wrap | $4/per package - Packing peanuts | If the extra layer is not asked for by the customer, we will ship the items the same way they arrived to us, even if they came with no protection at all. | |
| Processing time for shipments | Shipping your packages. | Up to 10 business days after confirmation of payment for services + completion of customs forms by the customer. | |
| Folding posters | If your posters were shipped in tubes, they will require more space in the box, making shipping expensive. If you'd like the posters folded, please request them in the ticket once your order arrives. $1.50 each for up to 3 posters | $1 each for 4+ posters. | Same as the final quote time. | |
| Final quote | Once you request all services and is ready to know the full total, please let the staff know in the ticket to send the full total including the shipping fee. | Up to 10 business days per package. For example, if you asked for different products to be put in different packages, each package will have this deadline to be ready. | We can ONLY send the final quote once you ask for it to be sent and specify the shipping method you'd like to use. |
| Inclusions only | We ship the inclusions requested only and discard the rest of the products. $2 each product up to 3 | $1.5 each for 4+ products. | You must tell the staff in the ticket ALL the inclusions that should be sent. Everything not specified will be thrown away. |